Patient Manager - Wilmington, NC

Crothall Healthcare

Salary: $68,000-$71,000

Pay Grade: 12

Responsible for successfully coordinating and directing all patient experience activities within the assigned system. Monitors ongoing, and selectively negotiates as needed, matters relating to system/account patient satisfaction initiatives to assure the highest client and customer satisfaction levels, account retention, strong employee relations, achievement of financial goals, and future business growth plans. Must ensure that all personnel under his/her operational influence comply with all client, government, corporate and division policies and procedures.

• Tracks financial incentives, penalties, and reporting as tied to patient satisfaction performance for the respective unit.
• Maintains and supports client satisfaction at a level that ensures account retention.
• Administers required client/customer surveys and responds in a timely and effective manner.
• Monitors and ensures compliance, progression, and follow‑up of any patient satisfaction initiatives.
• Assists in developing, customizing, and/or monitoring a department/unit patient satisfaction action plan to meet each account’s needs.
• Participates and adds value to hospital committees as necessary (e.g., Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee).
• Ensures compliance with all regulatory agencies (CMS, JCAHO).
• Increases regional patient satisfaction performance by promoting and monitoring progress and exploiting marketing success.
• Maintains an awareness of the patient satisfaction updates and industry conditions, both internal and external to the accounts and districts.
• Works closely with on‑site management team to reach operational goals.
• Participates on monthly conference calls with fellow Patient Experience Managers and operations management to communicate updates, current trends, and identify opportunities to reward and recognize.
• Participates in all Patient Experience Department learning sessions, including monthly educational webinars.
• Provides recognition for employees when programs are implemented with success.
• Responsible for preparation and implementation of specific development and training plans for patient satisfaction success.
• Composes patient satisfaction reports as needed for management.
• Implements forms, data, and ensures standardization for departmental patient satisfaction operations success.

• High School diploma/GED or equivalent combination of education and experience; 4‑year degree preferred.
• 2–3 years of in‑servicing experience in customer service training.
• Hospitality and Healthcare experience preferred.
• 3–4 years of experience in service‑oriented operations.
• Good coaching and on‑the‑job training skills required.
• Excellent organizational skills and ability to multi‑task essential.
• Proficient in the use of Windows‑based office software, including Microsoft Office Word, Excel, PowerPoint, and Outlook.

• Medical
• Dental
• Vision
• Life Insurance / AD
• Disability Insurance
• Retirement Plan
• Flexible Time Off
• Holiday Time Off (varies by site/state)
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• Identity Theft Protection
• Pet Insurance
• Commuter Benefits
• Employee Assistance Program
• Flexible Spending Accounts (FSAs)
• Paid Parental Leave
• Personal Leave

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation.

Applications are accepted on an ongoing basis.

Req

Apply to Crothall today!